Improvement Priorities: Public Hospital Service Quality

M. Dachyar, Farizal, Alicia Ti

Research output: Contribution to journalConference articlepeer-review

4 Citations (Scopus)


Patients' satisfaction in public hospitals in Jakarta is decreased due to the increase participant of outpatients using national health insurance. One of the principle influenced satisfaction is services. The purpose of this research is to get priority improvement of service quality dimension. ServQual method is used to obtain the patient's perception and expectation gap on hospital services. Analytical Hierarchy Process (AHP) is used to obtain the dimension importance weight. Five experts were involved on choosing the appropriate service dimension. Questionnaires were given to 400 patients. Results showed that the largest gap on overall services dimension and sub-dimension are cleanliness, comfort of check room and bathroom. The weight of importance is included, results show the priority improvement of trust dimension and sub-dimension doctor is checking the patient's condition correctly.

Original languageEnglish
Article number03007
JournalMATEC Web of Conferences
Publication statusPublished - 10 Dec 2018
Event4th Engineering Science and Technology International Conference, ESTIC 2018 - Padang, West Sumatra, Indonesia
Duration: 28 Aug 201829 Aug 2018


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